Journal•ISSN: 0022-4359
Journal of Retailing
Elsevier BV
About: Journal of Retailing is an academic journal published by Elsevier BV. The journal publishes majorly in the area(s): Service (business) & Customer retention. It has an ISSN identifier of 0022-4359. Over the lifetime, 1033 publications have been published receiving 214889 citations.
Topics: Service (business), Customer retention, Customer satisfaction, Service quality, Product (category theory)
Papers published on a yearly basis
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Journal Article•
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
21,693 citations
TL;DR: In this paper, the authors report an empirical assessment of a model of service encounters that simultaneously considers the direct effects of quality, satisfaction, and value on consumers' behavioral intentions, and further suggest that indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions.
6,176 citations
TL;DR: In this article, the authors developed a 19-item measure, PERVAL, that can be used to assess customers' perceptions of the value of a consumer durable good at a brand level.
4,906 citations
Journal Article•
4,060 citations
Journal Article•
3,212 citations